^{AXA Affin General Insurance has launched AXA e-Claim to provide an easier, faster and more convenient way for customers to submit their car claim online. Customers can now submit their car claim easily via AXA Website (www.axa.com.my/claims) or WhatsApp WA AAGI Claims.}


KUALA LUMPUR, Dec 13 (Bernama) -- As part of its continuous effort to enhance its services and better serve customers, AXA Affin General Insurance (AXA) has launched AXA e-Claim for its car policies to provide an easier, faster and more convenient way for customers to submit their car claim online.

Instead of relying on the manual way of submitting physical forms, or referring to intermediaries and contact centre, customers can now submit their car claim easily via AXA Website (www.axa.com.my/claims) or WhatsApp WA AAGI Claims.

The launch of AXA e-claim comes from a culmination of feedback from customers through AXA’s Customer Satisfaction survey. According to Emmanuel Nivet, CEO of AXA, the findings have provided AXA with valuable insights and opportunities to improve its customer journey. The adoption of digitalisation has given rise to the need for faster turnaround time as customers prefer to be informed of their claim status and payout in a timely manner. These improvement areas are especially important to AXA, as an insurer who places customers at the heart of its strategy.

“Claim experience is a critical moment of truth where we will be put to test, as customers look to us as their trusted partner to deliver our promise and ease their worries in times of difficulties. We hope that this newly launched initiative will provide our customers with a quicker, hassle-free and transparent end-to-end experience in their claim journey,” Emmanuel said.

For car claim submission via WhatsApp, customers only need to take pictures and videos of the information requested and send them to +603 2170 8282. The supporting documents needed for customers have been streamlined, while the entire journey is self-service and guided to make the submission process easier and faster for customers.

This will also reduce pending claims due to inadequate document submission since customers are now informed on the requirements before they submit their claim. Most importantly, customers are engaged and informed throughout the submission process as AXA will notify them via WhatsApp to update on the status.

Customers can also track their claim status online anytime, anywhere via AXA Track Easy on AXA website. The simplified process has now improved AXA’s front and back-end processes, allowing AXA to expedite its claim processing and payment process. With this, AXA is able to provide claim decision and cash for approved claims within 1 business day for minor damage.